Team Manager (OM Level)

OFFSHORE BUSINESS PROCESSING INC.; Metro Manila; On-site; PHP 670,000 - 1,228,000; Full time

Benefits offered by this job

HMO on Day 1

Rewards and perks

Travel opportunities

Recognition for performance

Work-life balance

Learning and development

Job summary

OFFSHORE BUSINESS PROCESSING INC. in Ortigas is seeking a Team Manager to lead a high-performance BPO team and drive client satisfaction. You will manage day-to-day operations, staffing, and workflow while developing and implementing improvement initiatives.

The role requires strong leadership, 3+ years in a BPO team-management role, and excellent MS Office skills, with a focus on achieving service levels and efficiency.

Qualifications

• Minimum 3 years as Team Manager in a BPO environment.
• Excellent communication skills: listening, verbal, written.
• Proficient in MS Office; strong PowerPoint and Excel skills.
• Ability to implement strategies, build action plans and set goals.
• Strong reporting skills; experience managing teams.

Responsibilities

• Develops and maintains a high-performance company culture that inspires employee commitment and rewards performance.
• Provides direction to Team Leads to enhance organizational performance and career progression.
• Manages day-to-day operations of company accounts.
• Manages staffing levels to meet business requirements.
• Coordinates workflow to meet targets and objectives.
• Develops action plans and initiatives to close gaps.
• Ensures adherence to quality, processing time and productivity standards.
• Attends management meetings to improve productivity and knowledge.
• Delivers client engagements to design and implement business solutions.
• Submits weekly/monthly reports to client and operations manager.
• Addresses team needs, performance, motivation, and conflicts.
• Partner with HR, Training and QA to support business strategies.
• Streamlines processes and improves cost efficiency.
• Keeps customer needs at the forefront of strategy and decisions.
• Understands assigned service level agreements.
• Develops and sustains client relationships through regular communication.

Skills

Team management

MS Office

PowerPoint

Excel

Reporting

Client management

Process improvement

Workforce management

Staffing

Leadership

Tools

MS Office

Job description

Job Summary

• HMO on Day 1

• Receive promising perks and rewards

• Experience travel opportunities

• Get recognized for what you do

• Achieve work-life balance

• Improve exponentially with enhanced learning

Responsibilities

• Develops and maintains an energetic, high-performance company culture that inspires employee commitment, implement Reward and Recognition programs that drive key behaviors and motivate employees

• Provides work direction of all Team Leads on enhancing organization performance and career progression

• Manages the day to day operations of the accounts of the company

• Manages the staffing level to ensure that staffing needs to meet business requirements

• Manages and coordinates workflow to achieve established business targets and objectives.

• Develops action plan, key projects and initiatives to bridge gaps.

• Ensures that all performance and service standards are met in the areas of quality, processing time and productivity

• Attends regular meetings with management to improve productivity, product knowledge, and customer satisfaction

• Delivers complex client engagements that help identify, design, and implement creative business solutions for the company

• Submits weekly and monthly reports to the client and operations manager.

• Addresses the team’s needs and concerns, performance and motivation issues, and conflicts.

• Partners with Human Resources, Training and Quality departments to develop and implement policies and programs to support the company’s business strategies

• Enhances overall value by assessing service level operation efficiencies and streamlining processes to ensure that our requirements are met in a cost-effective manner

• Keeps customer needs at the forefront of all business strategies, initiatives, and decisions and evaluate all actions in terms of their value to the customer

• Understands the customer service level agreements as assigned

• Develop and sustain strong client relationships through regular communication and meetings, focusing on staff performance and continuous process improvement.

• Any other tasks that may be assigned by the Operations Manager or Country Director

Requirements

• Candidate must have a minimum of 3 years' experience as a Team Manager in a BPO environment, handling Team Leaders

• Possesses excellent communication skills: listening, verbal and written. Proficient in MS Office,

• Strong Powerpoint and Excel skills

• Demonstrated ability to implement and develop strategies, build action plans and set goals

• Possesses excellent reporting skills

• Previous leadership/supervisory experience in a BPO environment/freight forwarding company

• Proven innovative problem-solving abilities and decision making skills required, in addition to prioritization and planning skills

• Demonstrated ability to deal with issues involving clients

• Demonstrated experience in handling complex employee issues

• Must know how to mentor staff

• Must be extremely knowledgeable of process and client management

• Must have experience in developing business processes leading to increased operational efficiency

• Exhibits good understanding of statistical reports, workforce management and staffing

• Willing and able to work on a shifting schedule and holiday

• Applicants must be willing to work in Ortigas